Night Time Controller

6 days ago

United Kingdom Brook Street Full time

Night Service Controller
Remote (occasional travel to Uxbridge) | Mix of day and night shifts
Base salary of £21,500 + quarterly performance-based bonus
The purpose of the Night Service Controller role is to provide essential out-of-hours support, ensuring seamless service delivery for major Brook Street clients.
The position involves working 34 hours per week on a rotational basis, including day and night shifts, weekends, and bank holidays.
This role is perfect for an organised & flexible individual who thrives in a fast-paced, busy and high-volume environment. You'll need to be a strong team player who can also work confidently and independently during overnight remote shifts. This opportunity would suit someone who is looking for a rewarding and long-term career, takes ownership of their work, enjoys variety, and takes pride in representing the wider branch network by delivering exceptional service to clients and candidates alike.
Operating evenings, weekends, & bank holidays, this role ensures service continuity, safeguards the reputation of the business, & supports critical sectors including healthcare, social care, & government. Acting as the sole point of contact for clients & candidates during these times, responding to urgent queries, incidents, safeguarding alerts, & staffing requirements across multiple sectors. This role directly contributes to the business's 24/7 client support promise & is a key component of Brook Street's risk management and emergency response strategy.
Act as the first responder to urgent incidents, including safeguarding alerts, medical emergencies, late arrivals, & client escalations
Use sound judgement to triage incidents, escalate critical concerns to senior leaders, & ensure issues are recorded in line with company policy
Deliver consistent & high-quality service across three complex & regulated divisions: Apply sector-specific compliance knowledge, including safeguarding policies, vetting, right-to-work, & health and safety standards
Candidate & Shift Management
Maximise fulfilment rates by leveraging applicant availability data & maintaining strong candidate relationships
Provide critical shift cover in highly sensitive sectors like care homes, supported living, and public services
Client Communication & Risk Management
Document all client interactions in CRM systems (e.g. Manage client expectations & de-escalate concerns effectively while aligning with compliance and operational policies
Quality & compliance checks
Utilise CRM & Sector-specific platforms (e.g. Complete post-shift handovers with full transparency & data accuracy
DBS, right to work, security clearances & safeguarding
Quick-thinking, able to assess risk, prioritise actions, & remain calm under pressure
Safeguarding Awareness: Understands the urgency & legal significance of safeguarding & wellbeing-related concern
Attention to Detail: Precise record-keeping & accurate reporting across CRM platforms is essential
Ability to work out of standard hours, public holidays and weekends, also be on standby to cover team at short notice on an on-call basis
Emergency shift fulfilment & redeployment rates
Accuracy & detail of CRM logs & shift handovers

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